Customer Experience Manager

Cisco - Boston, MA

Full-time - Mid Level

Boston, MA

Computer and Electronic Product Manufacturing

About the position

As a Customer Experience Manager at Cisco, you will be instrumental in driving the adoption and effective use of Cisco technologies and services within customer organizations. This role involves taking end-to-end ownership of customer relationships, understanding their business and technical objectives, and developing strategies to ensure successful outcomes. You will engage with both executives and technical partners, advocate for customer needs, and be accountable for financial performance, including services revenue and margin.

Responsibilities

• Drive successful adoption and utilization of Cisco technologies and services within customer organizations.
• Act as the primary CX point-of-contact for customers, taking end-to-end ownership of their experience.
• Understand customer business and technical objectives and develop strategies to enable them.
• Ensure delivery of customer-aligned outcomes and engage with executives and technical partners.
• Proactively lead and mitigate renewal risks throughout the customer journey in alignment with the Renewals team.
• Develop and maintain strong executive and technical influence with customers, understanding their challenges and objectives.
• Advocate for customer needs within Cisco to ensure a high-quality customer experience.
• Accountable for financials, including services revenue and margin, making strategic financial decisions as needed.
• Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals.
• Lead Customer Value Workshops and QBRs to review adoption progress and drive customer outcomes and benefits from Cisco products.
• Act as a Technology Evangelist between customers and Cisco's product teams, providing feedback for product development and improvements.
• Stay updated with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.

Requirements

• 8 years of experience in the technology industry or client-facing role.
• Knowledge of at least two technology architectures expressed through customer use-case requirements, including Security, Enterprise Networking, Cloud Infrastructure & Software, and Collaboration / Contact Center.
• Experience driving successful customer adoption and delivery of projects.
• Experience leading cross-functional teams in a matrix organization.
• Experience with budgeting and recurring revenue concepts, managing margin, and reducing attrition.

Benefits

• 10 days off each year for volunteer work
• Inclusive community programs
• Support for diversity and equality initiatives